Our Delivery Policy

Delivery & Damaged Goods

Orders placed between 8am to 4:30pm, Monday to Friday (our standard working week) will be processed and packed for delivery in 1-2 working days.

Standard Delivery 3-5 day delivery service is offered Free for mainland UK addresses. For elsewhere, please see relevant options upon checkout, or call our office on 01524 741229 for further information. Deliveries that incur a surcharge and/or for items larger than 1.2m/4ft may have delivery times longer than stated.

Express Delivery 1-2 day service is recommended if a quick turnaround is required or during busy season and is offered at checkout. Express orders placed before 1pm Monday to Friday will be dispatched same day, any order placed after the 1pm cut-off will be processed the next working day (orders placed after 1pm Friday will be processed on the following Monday). Express service unavailable to surcharged address.

Heavy and/or large quantity orders may be dispatched using a kerbside pallet delivery service. Delivery is made within 2-3 working days from customer confirming a kerbside delivery can be made, if not we will use the next most suitable method of delivery. Once the pallet has been dispatched from our warehouse the carrier will make contact with the customer to confirm delivery and arrange a suitable delivery date. If there are access issues to the delivery address, please make the carrier aware at the first contact so they can arrange a suitable vehicle. E.g. weight or height restrictions.

Multi item Orders Where possible we will try and ship multiple items together. However where this is not possible the order will be broken down into the most suitable combinations for shipping. You will be provided with new tracking numbers as soon as they are available.

Please note, during peak season processing times may be longer than usual but we aim to have all orders delivered to the customer within 7 working days. If there is a problem with your order or the delivery, please contact our customer services team via email su*****@**************co.uk or call our office on 01524 741229.

Missing or Damaged In the event of goods being missing or defective upon receipt, providing ElixirGardenSupplies.co.uk are notified in writing, via email or telephone within 7 working days of receiving the goods. Items will be replaced or refunded following a due process investigation.

If the goods are deemed missing or faulty after the expiration of the initial 7 working day time span, ElixirGardenSupplies.co.uk will adhere to manufacturer provided warranties, and will follow individual processes to exchange or fix the products under the manufacturer’s terms and conditions. The total liability of the sale of contract is limited to the monies paid by the purchaser, and, therefore, we cannot be held responsible for any indirect, consequential, or special loss.

For damaged items that are not returned a digital photograph may be required before a refund claim can be processed or a replacement issued

Undelivered If items are dispatched but are undelivered for any reason a replacement or refund maybe offered following completion by the customer of a non-received delivery form and a due process missing parcel enquiry conclusion with the delivery company.

Free P&P only applies to the standard delivery of successfully delivered and retained items. Any deliveries that have failed due to customer error or negligence or returned due to no fault of the product or Elixir Garden Supplies will have both the outgoing and return delivery costs deducted from any refund issued.